Response from Peterson Salt & Water Treatment
We truly value our feedback from Angie's List customers, but we would like to stress that this was a very strange situation. From the beginning, this caller would not give us a chance to help him. We tried very hard to determine what this caller needed, but he continually told us that he didn’t know and he would not answer any of our questions. In fact, he spoke to more than one employee in our office. When he first called, he said his tenant had hard water. We asked if he needed a salt delivery. He said he didn't know, and so we explained all of our delivery options. Then, he hung up. He called back later and we recognized him. We said, "Someone spoke to you about salt delivery this morning, correct?" He replied, "I don't know what we talked about." The caller was then asked if he wanted to schedule a delivery and he said he didn't know what he needed. Referring back to the previous conversation, we asked him for more details on the hard water. Was there a leak? Were there signs of hard water? We explained that if there was a problem with the softener we could send someone to his home to look at the equipment. He didn't know if the softener had a problem. When we tried again to ask him if he wanted salt delivery, or service he said, "Stop breaking the lines of communication! I don't even know what your company does." This was after we had explained our delivery service and the option to have someone visit his home. At this point, we referred him to another company. We explained to the caller that if we could not communicate with him, we might not be the best ones to help him. Then, the customer was silent and would answer no more questions. We thought he had hung up the phone, so we ended the call. A few minutes later, he called back saying we had hung up on him -- for which we apologized. Again, we explained all of our services to him, but he still got very angry when asked what he wanted to do. In the end, this caller decided not to get salt delivery or service. Again, we truly value all feedback from Angie's customers -- good or bad. In this instance, we feel that we did everything we could to help this caller, but from the beginning we didn’t have a chance. We hope that hearing our side of the story sheds a little bit of light on this very bizarre experience.